esdToolkit Performance Perspective

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sharing nationally to improve services locally
esd-Toolkit Performance Perspective Tonino
Ciuffini, Warwickshire County Council Lead of
esd-toolkit Workgroup 4 SOCITM PMG Annual
Workshop - 16th November 2004
www.esd-toolkit.org
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Agenda

• Brief introduction to the esd-toolkit
• Outline esd-toolkit position as a performance
  management tool
• Focus on specific toolkit project to investigate
  metrics in area of electronic service delivery
• Workstream approach and work to date
• Proposals currently out for consultation
• Questions, and any immediate feedback on proposals

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What is esd-toolkit

• Toolkit develop by local authorities for local
  authorities
• Designed to help manage electronic service
  development
• Built on the Local Government Services List
  (LGSL)
• ODPM recognised method to report BVPI 157
• ODPM using to accept IEG4 submissions
• Not just IEG but support tool for improving
  Council services
• Forums to share questions, experiences, best
  practice
• Free to register - 480 subscription for local
  modelling
• Representative steering group driving esd-toolkit
  forward

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Vision
esd-toolkit will become an important support tool
for local authorities to improve Councils
services for the citizens.
www.esd-toolkit.org
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Toolkit Development Workstreams

• WG1 Core functionality LGSL Management
• WG2 Communication, training dissemination
• WG3 Business process management
• WG4 Volumetrics
• WG5 Attributes Metadata
• WG6 Interoperability
• WG7 Multi agency
• WG8 Toolkit plus
• WG9 Strategic improvement programme

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• Access Channels Volumetrics Workstream Overview

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Workstream Drivers

• Early e-Government metrics dominated by 157
• Now also dominated by PSOs, e.g. IEG4
• However are seeing move to measure take-up of
  electronic services by authorities for own
  non-IEG reasons
• Important to increase electronic services take-up
  in order to maximise e-Government service
  transformation, and return on investment

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esd-toolkit Role

• Toolkit already recognised tool for measuring
  BVPI 157, and as method of reporting Priority
  Service Outcome and IEG4
• Wanted to use active Toolkit community to develop
  proposals for Take-up metrics rather than just
  receive dictat from elsewhere
• Wanted to develop proposals from Local Authority
  Community perspective, for consideration by the
  e-Citizen National Project, and the ODPM, amongst
  others.

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Workstream Objective
Define the requirements for the extension and
development of the existing functionality of the
esd-toolkit, to support subscribing authorities
in the measurement of electronic service use,
take-up, usability and customer satisfaction
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Workstream Deliverables

• Draft proposals, for input to the e-Citizen
  National Project, for standard methods to measure
  and manage-
• electronic service use,
• take-up,
• usability and
• customer satisfaction
• Agreement of above definitions via the National
  Project
• Proposals for enhancements to the esd-toolkit to
  allow recording, reporting and analysis of
  defined metrics
• Enhancement to the esd-toolkit (subject to
  approval of additional development funding)

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Workstream Approach and activities

• Run workshops to share existing practice and
  ideas, 30 authorities involved, significant
  input from SOCITM
• Produced draft document outlining
• Practice to date
• Proposals for metrics in this area
• Submitted proposals for consultation to e-Citizen
  project, ODPM, SOCITM, e-Standards Body, Toolkit
  Steering Groups as well as Toolkit Community via
  Toolkit forums

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• Identified Existing Practice and Proposed Metrics

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Published Report

• Available
• On the esd-Toolkit in access channels forum
• Copy supplied to SOCITM via Martin Greenwood
• Available from toninociuffini_at_warwickshire.gov.uk
• Reports findings by
• Electronic Service Use and Take-up
• Usability
• Customer Satisfaction
• Electronic Service Promotion

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Service Use Take-up

• Existing practice reported
• Viewed as important, but new area with no clearly
  defined metrics to date - BV(X4) - ? ?
• Recommend adoption of a metric felt valuable to
  be able to benchmark
• Proposals based on further simplified SOCITM
  approach
• Rules all channels, sub set of services, easy
  to measure, clear on period

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Toolkit metric for service use take-up

• Toolkit identifies 30 services from LGSL across
  tiers
• Easy to measure in terms of identifiable
  transaction
• Authorities measure volumes for between 7 10
  services across all channels they use
• Can also identify 3 priority LGSL services of own
  choice
• Unlike SOCITM KPI focus solely on measurable
  transactions, not service standard or customer
  satisfaction
• Report nos per month - will be guidance on
  periods
• Figures published for benchmarking within toolkit

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Usability

• Existing practice reported
• Difficult area beauty in eye of beholder
• Lot of guidance already e.g. LAWS
• Suggest authorities self-assess against LAWS
  guidelines
• SOCITM Better Connected possibly introducing
  ranking suggest if they do this becomes
  external comparator

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Customer Satisfaction

• Existing practice listed for Authorities to
  consider
• Authorities used to generally measuring this
• Metrics understood issue is comparability of
  data
• Propose no formal metric rather that we set up
  method of sharing lessons of what works or does
  not in this area via structured area of the
  toolkit
• Could also share surveys and approaches
• Input must have clear lesson that can be
  replicated
• One possible option for websites is the SOCITM
  Insight Website Take-up Service

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Promotion

• Again existing practice listed for Authorities to
  consider
• Felt e-Citizen in better position to develop
  detailed recommendations
• Most difficult area to measure impact, key
  lessons are -
• Ensure you have baseline
• Attempt to measure the same value
• Be aware of other external factors
• Again proposed no formal metric rather that we
  again set up method of sharing lessons of what
  works or does not in this area via the toolkit
• Again input must have clear lesson that can be
  replicated

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Next Steps

• Currently still in consultation period,
  consulting with
• e-Citizen project,
• Peter Blair, ODPM,
• SOCITM via Martin Greenwood and today
• e-Standards Body
• Toolkit Steering Groups
• Toolkit Community, including via TLCs
• Are initiating discussions with Toolkit
  developers re proposed enhancements
• Will hopefully agree final approach and any
  supported standards at December Toolkit Board
• Will develop Toolkit to Support this area

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In Summary Workstream has

• Published existing practice in 4 areas
  investigated
• Proposed new toolkit metric for measuring service
  use/take-up
• Proposed SOCITM Better Connected becomes metric
  for Usability, and with development of self
  assessment tool based on LAWS
• Proposed no formal metric for Customer
  Satisfaction and Promotion but method of sharing
  lessons/best practice via the toolkit

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In closing

• Have introduced esd-toolkit, and vision to
  develop it in the performance management arena
• Summarised outputs position of Toolkit
  Volumetrics workstream
• Would like to invite comments as part of
  consultation
• Via esd-toolkit
• SOCITM via Martin Greenwood
• Today
• Over to you..comments questions please